Letter From Channel Master Regarding Channel Master TV
Channel Master
posted this on Feb 10 21:03
Dear Channel Master TV Users,
Channel Master TV has been the most exciting product launch for Channel Master in several years. It has been judged by the industry’s top reviewers and voted best of 2012 by Electronic House Magazine. So we were surprised when we heard reports of heat related functionality problems and we immediately began investigating them. Here is what we have learned.
First and foremost, Channel Master TV was thoroughly tested in both real world and lab environments prior to the release of the product with no indication of temperature related functionality issues. We know that most DVR’s will run warmer than standard set-top boxes without a hard disk drive and DVR capabilities. This is true for most cable and satellite DVR’s. But some users have expressed their concern that the CM7400 is operating considerably warmer than they have experienced with other products. At the same time we continue to receive emails and calls from users saying that they are very happy with how the CM7400 performs and that it is the best option in its category. What can explain all of this?
We discovered early on that the timing we programmed to retrieve guide data was incorrect and would cause the CM7400 to lock-up while downloading the PSIP electronic program guide in certain markets. To fix this we adjusted the PSIP download timing to accommodate all markets regardless of when the PSIP data is received. On January 18, 2012 we released a software update that corrected this issue as well as added new features and other general enhancements.
After the software update we were pleased to hear from customers that the update had resolved the lock-up issues they had been experiencing. How does this relate to the temperature concern? Well unfortunately at this point many consumers were speculating that the lock-up issue was due to the temperature of the CM7400 and many users commented on this in product reviews, forums and blogs. This has left many users and potential users concerned about the temperature even though temperature had no influence on the lock-up issue. Through our testing we are still unable to reproduce issues related to temperature.
Channel Master has been committed to quality for over 60 years. For those who have had concerns, we apologize for any anxiety we may have caused. To stand behind our commitment to quality we will be extending the CM7400 warranty period to a full 1 year warranty from purchase date. In addition, we will continue to make software enhancements that will improve the overall functionality of the CM7400, including improved channel scanning performance, new advanced features and potentially new content partners.
Our future road map is focused on Channel Master TV, new innovation, and the future of television. With any new innovation there will be some bumps in the road but we want our customers to know that we are committed and strive to have the best quality and most innovative products.
As a reminder, if you are not fully satisfied, you can return your Channel Master TV unit to the retailer where you purchased it from for a full refund within the time frame specified in your retailer’s standard return policy.
Thank you for your patience and support.
Channel Master